User management

Read-only

Can access all screens except live chat and conversation insights. Cannot modify anything. This role is good for those interested in a bot's analytics/data but not actively working on the bot.

Agent

• A live chat agent. Can access live chat Inbox and Archive screens only.
• Can accept any live chat candidate, and can view and send messages to their own chats (ie not to chats accepted by other agents).

Agent Admin

• A live chat and/or Ticketing administrator, or team leader.
• Can access live chat Inbox and Archive screens.
• Can accept any live chat candidate, and can view and send messages to any chats, including chats accepted by other agents.
• Can manage ticketing configuration and manage tickets.

Ticket Agent

• Can view, edit and create tickets.

Publisher

• Can access all screens except user management, ticketing and live chat.
• Can make changes to most features and settings.
• Key areas that users with the Publisher role cannot access: user management, billing, ticketing, live chat, and configuration of help pages, bot styles and context
• Typically, a publisher is involved in the day-to-day monitoring and management of the bot.

Admin

• Can access all screens.
• Can manage users, including creating new users, deleting users, changing users' roles, and changing passwords.
• Can manage ticketing configuration and manage tickets.

Managing users

Users with an Admin role can manage users.

User management is accessed via the Account menu in the Helpfruit portal.

Inviting a new user

• To invite a new user to your Helpfruit account, go to Account > Users and click the + New User button
• Add their details, including their role, identity provider, and which bot or features they need access to. Choose a ticketing role based on whether they need to manage Ticketing configuration or work on tickets.
• When you click Save an account will be created and an invite sent to the email address specified. The new user will need to log in and create a password to complete the process.
• If you see "Invite" on the user management screen, it means the new user has not yet accepted your invitation and logged into the portal. You can use this button to re-send the invite, if required.

Troubleshooting

Can’t add a user again?

If the user was previously added to your Helpfruit account and later removed, you may not be able to add them again yourself. Contact us and we can re-add them for you.